iuha ed patient satisfaction quality improvement presentation
TRANSCRIPT
IU Health Arnett Emergency Department Patient Satisfaction Survey
By: Madalyn Tadrowski, Marissa Wuethrich, Jaclyn Bourdon, Brianna Tharp, Margo Pok, Lyndsey Sangalis
HUMM Patient Satisfaction Survey• IU Health Arnett Emergency Department
o HUMM surveys on patient satisfaction 5 questions Administered on tablets Started in December 2015
Key Stakeholders• Practice Partners
o Nicole Adams, PhD, RN Director of Emergency Services of IU Health Arnett
o IU Health Arnett Emergency Department Level 3 Trauma Center, 3 Trauma rooms 20 bed unit 1 ENT room, 3 Fast Track rooms
• Stakeholderso Patients o Nurseso ED patient care technicianso C-suite
www.iuhealth.org
Define• Problem: In the month of August 2016, only 13 out of 3859
(0.3%) patients completed a HUMM patient satisfaction survey.
• Goal: Nurse leaders desire meaningful question content and a 25% response rate.
% Satisfaction0
5
10
15
20
25
30
0.3%
25%
Performance Gap
Now Goal
% S
atisf
actio
n
Define• Background:
o Patients choose where they go for healthcareo Patient satisfaction surveys can assist in identifying ways to improve
practice resulting in better care and satisfied patients
• Business case:o The top 25% of U.S. hospitals with the highest scores on the HCAHPS
performance question were the most profitable and had the highest clinical scores.
o CMS may develop a payment policy that penalizes facilities based on poor performance
o Healthcare administrators should incorporate techniques based on the customer satisfiers
(ED Patient Satisfaction, 2013; Hall 2010 ;Indovina et al., 2016; Mazurenko, Zemke & Lefforge, 2016;White, 1999; Mazurenko, Zemke & Lefforge, 2016)
Current State Map
Data Tools
• Nurse Surveyo Total collected: 17
• Patient Interviewo Total collected: 23o Delegated to Junior clinical group
• HUMM data provided by IU Health Arnetto Data collected from December 2015 to August
2016
www.austinchronicle.com
IUHA HUMM Patient Responses
Dec-15 Jan-16 Feb-16 Mar-16 Jun-16 Jul-16 Aug-160
102030405060708090
100
1424.9 24
7.750 0 0.3
% HUMM Survey Responses
Month
Res
pons
e Ra
te (%
)
Nurse and Patient Data
Worth Their Time Understand questions
Voice Heard02468
10121416
1415 15
Patient interview
Yes No Questions Asked
# Re
spon
ses
Nurses: Patients DO NOT Find Value
Patients DO Find Value
Process Not offered Pt. do not value
Language0
2
4
6
8
10
12
14 1312
11
4
Barriers As Indicated By Nurses
Barriers
# of
nur
ses
AnalzeAnalyze
5 Why Analysis
Top 3 Categories of Questions
Overall Expe-rience
D/C Info Dr Commu-nication
Nurse Com-munication
11
8 8 8
Top Suggestions For Questions: Nurses
Category on Survey
# of
nur
ses?
Nurses:1. Overall Experience2. Doctor and Nurse
Communication3. Discharge Information
Quick Thorough Waiting Time Competant Communi-cation
54
3 3 3
What Type of Care is Important To The Patient?
Type of Care
# of
Res
pons
es
Patients: 1. Quick Visit2. Thorough care3. Competent staff
Previous Survey Questions1. Were the nurses and techs nice to you today?
2. Did the staff explain what they were going to do to you before they did it?
3. Did the nurses and techs wash their hands at the sink or use hand foam to clean their hands before and after taking care of you today?
4. Based on your experience, would you recommend Indiana University Health Arnett Hospital to someone you know?
5. Is there anything you’d like to share or a team member you’d like to recognize today?
6. Thank you for leaving your feedback! If you would like for a member of our leadership team to follow-up with you, please leave your email address.
Deliverable: New Survey Questions1. Did the staff care for you in a respectful and polite way?2. Did the staff explain your care in a way that you could understand?3. Did the staff carefully listen to you during your stay?4. Choose a number that you would use to rate the care you were given
during this Emergency Room visit. 0 to 10 scale, 0 being the worst care, 10 being the best care.
5. Based on your experience, would you recommend Indiana University Health Arnett to someone you know?
6. Is there anything you would like to share or a team member you would like to recognize?
7. Thank you for leaving your feedback! If you would like for a member of our leadership team to follow-up with you, please leave your email address or phone number.
Future State Map
• Release data results to staff• Add language options
o Spanisho Burmese
• Remove “skip” option• Add option to give phone
number• Reward nurses who are
recognized
Recommendations
14; 2%850
Emergency Room visits 11/6-11/12
# surveys total # seen
• Did the staff listen: 100%• Staff responsiveness: 100%• Respectful and polite care: 100%• Staff communication: 93%• Overall Experience: 89%• Explain care in a way you
understand: 85.7%
PDCA
HUMM Survey Results
New HUMM Survey Questions Implemented on November 1st, 2016
• Process Owner: o Director of Emergency Services: Nicole Adams, PhD, RN
• Review survey results weekly• Provide feedback to ED staff• Release positive results of increased survey
rates to other IU Health hospitals
Sustaining Improvement
www.linkedin.com
• Focus on quality and not just quantity.• Drive out fear by encouraging employees to
participate actively in the process.•Promote teamwork rather than individual
accomplishments.• Delegation and collaboration with Junior
clinical group
Management Principles
(Marquis & Houston, 2014)
Conclusion• Patient satisfaction surveys are important• There was a discrepancy between what nurses believe and what
patients truly think• Through implementation of our deliverable the expected outcome
is to: o Motivate ED staff to administer surveyso Increase response rate from HUMM surveyo Receive meaningful data from patients to improve care in ED
www.careers.iuhealth.org
ReferencesED Patient Satisfaction, The Future of Reimbursement. (2013). Retrieved from www.forerunsystems.com/news/bid Hall, E. (2010). Patient Satisfaction-Why Should We Care? Retrieved from http://www.medscape.com/viewarticle/736495 Indovina, K., Keniston, A., Reid, M., Sachs, K., Zheng, C., Tong, A., … Burden, M. (2016). Real-
time patient experience surveys of hospitalized medical patients. Journal of Hospital Medicine, 11(4), 251-256. doi:10.1002/jhm.2533
Mazurenko, O., Zemke, D. M., & Lefforge, N. (2016). Who is a hospital's "customer"?. Journal Of Healthcare Management, 61(5), 319-333.
Marquis, B. L., & Huston, C. J., (2015). Leadership Roles and Management Functions in Nursing: Theory and Application (8th ed.). Philadelphia, PA: Wolters Kluwer Health Lippincott Williams & Wilkins.
White, B. (1999). Measuring patient satisfaction: how to do it and why to bother. Family Practice Management, 6 (1), p. 40-44. Retrieved
from http://www.aafp.org/fpm/1999/0100/p40.html